Users Do Not Hear Anything when Calling via Microsoft Teams

Overview

You are using Click-to-Call with Microsoft Teams or calling from Playbooks and when you dial a number, you aren't getting incoming calls on Teams or your client cannot hear you and you cannot hear them. However, when you dial their number from the keypad manually and place an ad-hoc call, they can hear you and you can hear them. The client may hear ringing followed by a message saying "we are unable to route your call".

Solution

This issue occurs when Microsoft Teams is refusing the connection from Playbooks (e.g., it does not trust the source and consider the number from which Playbooks is calling you is suspicious or scam-likely) or your MS Teams number cannot accept incoming calls.

1. To ensure that MS Teams trusts the agent leg number (i.e. the number from which Playbooks make calls to MS Teams), add it as a contact within Teams:
   1. Open Microsoft Teams
   2. Go to Calls
   3. Go to Contacts
   4. Click New contact
   5. Add the number from which Playbooks is calling your your agent number as a contact to MS Teams - usually, it is the number +12013450841 (it is usually called agent leg number; do not confuse it with your personal agent number).
      Also, you can place a call with Playbooks and take note of the number that Playbooks calls you from.
      
      
      
      
2. If the issue persists, try calling your MS Teams Number (i.e. your agent number) from your cell phone - your Teams number may be inactive or cannot receive incoming calls. If this is an issue, please reach out to your IT team who handles configuration/ activation of Microsoft Teams phone numbers to resolve this issue.